Attachments not showing

djblackwood

I'm running Quicken Classic Business & Personal R58.9 build 27.1.58.9 on Windows 11 Pro version 23H2 build 22631.4169.  When I add an attachment it often doesn't show.  If I close the program and reopen it, it might show but other attachments may then disappear.  It seems to be totally random.  I have validated my Quicken file with no change in this behaviour.  It always used to work but stopped after a recent update to the software.

Quicken Kristina

Hello @djblackwood,

To clarify the issue, when you say the attachment often doesn't show, do you mean the attachment paperclip icon doesn't display, or do you mean you're not able to see the preview of the attachment when you click on it? Since you mentioned you noticed the issue after an update, did you try restoring a backup from before that update?

I look forward to your response!

djblackwood

The paperclip icon is displayed, the preview of the attachment does not. It affects older backups as well so it's not a problem with the data file but with the program itself.

Quicken Kristina

Thank you for your reply,

I attempted to replicate the issue, but I'm able to see attachment previews without issue in my Quicken (tested using a .PDF file). What file type are you attaching? Are you attaching directly from a scanner or attaching a file that's already saved on your computer? Do you sync with the Quicken cloud? If you do, have you uploaded any of the problem attachments using one of the companion apps (Quicken Mobile or Quicken on the Web)?

Thank you!

rahagel01

Running V 59.10 on new Dell 7640 Win 11. I am a longtime user going back to 2007. I can no longer open saved attachments. This appears to be a data file size issue. I have placed multiple calls with Quicken Support, but they are unable to help, and have referred me here. I enter my data diligently, attachments are saved as PDFs. The small paperclip appears acknowledging save of the attachment(s) but when I click on it, the pop-up screen results are blank. I was able to verify similar recent complaints on the web. The issue also inconsistent when attempting to view attachments from backup files. Please note, I have saved many attachments and discarded hardcopy. Until this is resolved, a huge hardship exists. I remain available to work with anyone at Quicken in order to conduct testing. Thank you in advance, and I look forward to your reply.

Quicken Kristina

Hello @rahagel01,

I reviewed your most recent contact with Support to get an idea of what troubleshooting has already been done. I'm not certain why the Support rep told you that the Community is reviewed daily by our engineers. The Community is a forum where users help each other and there are a handful of moderators like myself who can do some troubleshooting with you.

The agent may have been thinking of problem reports (Help>Report a Problem). Those reports are reviewed daily to track multiple reports of the same trending issues and/or for troubleshooting/escalation purposes. When multiple reports of the same issue are received, those reports are also investigated further. Reports that can be replicated or verified are then submitted as tickets to the proper channels. However, when you send a problem report, you will not receive any direct response.

One of the things you mentioned when you spoke with Support was that you think your file may be too big and that may be causing the issue. To check if you are approaching any size/capacity limits in your file, please review this article:

https://www.quicken.com/support/size-or-capacity-limitations-quicken-data-file/

 It sounded like Support had you restore a backup from before the problem with no attachments at all opening started, roughly 2 weeks ago. Are you able to view your attachments now? Is everything working properly, are they intermittently opening, or are they still not opening at all?

I look forward to your response!

rahagel01

No change today. I've been through Super Validate, restore file, copy file, reload program etc. When I restore an old backup, I can open attachments. I really believe this to be a data file size programming issue, and possibly due to Quicken limitations on how large a file can be saved to the cloud. I do not use cloud storage. I have maintained my master file diligently since 2007, and save attachments frequently. I do not want to split the file, since I do keyword searches for prior invoice attachments, and separate investment reporting performance back to account origination. It appears that I am not the only one on the web experiencing this type of behavior. My hope is that Quicken recognize the issue, and prioritize resolution. At this point, 1st level phone support bounced me to the forum. From your response, it appears that to be incorrect. Please, I need this elevated to 2nd level support. My data file can be used, as well as I am available to communicate live with 2nd level. I am a retired engineer, a power user, and have participated in many database problem resolutions over the past 25+ years. Please advise the process for Quicken and I can to work toward resolution, and to keep this product highly regarded. Note: I have already placed multiple calls with 1st level support, and they have not been helpful thus far. Thank you.

Quicken Kristina

Thank you for your reply @rahagel01,

I forwarded this issue to the proper channels to be further investigated. In the meantime, if you haven't already done so, please navigate to Help > Report a problem and submit a problem report with log files attached and (if you are willing) a sanitized copy of your data file in order to contribute to the investigation.

While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

We apologize for any inconvenience! Thank you.  

(CTP-11251)

RalphC

Attachments tend to bloat the size of the data file. Either with your current file, or a newly restored file where you say you can see all your attachments, I would delete old and unecessary attachments. You don't need tax documentation over three years old, old bank statements, etc.

rahagel01

FYI. After much time, I finally got attachments to open consistently. I had set customized screen display settings. When I changed back to the recommended default settings, the attachments are opening at least for now.

Quicken Kristina

Thank you for the follow-up,

I'm glad to hear you found a resolution that seems to be working.

If the issue returns, please let us know!

rahagel01

Kristina, Thank you for the prompt reply. So far I have changed my screen display settings back to recommended. Then I was able to open attachments, but not always on first try. I deleted many attachments across all accounts reducing my QDF file from approximately 450k to 390k., Attachment opening improves incrementally after repeatedly running super validate, but inconsistent attachment opening continues to return shortly. It appears restrictions on the attachment file size subset may be a remaining problem, as well as attachment file associations to the individual account line items within the main QDF file. Please keep this ticket open until published resolution (i.e. update broadcast), Thank you!

rahagel01

Also, I did enroll in email digest.

rahagel01

I am confused. I just received Quicken email 10/15/24, 12:04 pm informing this ticket (11319902) is closed. Please refer to my October 13 post (above) where I requested this ticket remain open until "update broadcast". Note: At this time, I do not see the ticket closed withiin "community". Please advise. Thank you.

Quicken Kristina

Thank you for the follow-up,

The Community is not the same as Quicken Support. The Community is a forum where users help each other and there are a handful of moderators like myself who can do some troubleshooting with you. The Support rep you spoke with would not have seen your request on the Community. They don't monitor the Quicken Community.

The ticket I submitted to have the issue looked into further is still open.

Thank you!

rahagel01

Kristina, Thank you for the ticket submitted. Question, will updates regarding that ticket appear here?

Quicken Kristina

Thank you for your reply,

Updates won't automatically appear here, but if you ask for the status of the ticket (CTP-11251), I can check on it for you.

Thank you!

Quicken Kristina

Hello @rahagel01,

The team that is working on this issue requested that you please send a sanitized copy of your data file. To do this, please go to Help>Report a Problem and put a check in the checkbox next to Sanitized data file. Note: There is a maximum of 10 attachments permitted per problem report; if selecting sanitized data file would push you above that limit, please feel free to unselect the screenshot or one of the log files to make room.

Please let me know once this has been sent.

Thank you!

rahagel01

Kristina, My data file is almost 400 MB, so I followed the additional instructions to create a sanitized copy, then attached a Google Drive link. I am not sure if the recipient will be able to access without specific sharing from my end. If additional sharing access is required to the file, I would prefer to do that confidentially vs. sharing within the community. Thank you!

Quicken Kristina

Thank you for your reply,

I sent you a DM. To view it, please click the envelope icon near the upper right.

Thank you!

rahagel01

Kristina, Per your separate DM. I followed your instructions, then sent a new file link with general share access via a new help ticket.

Quicken Kristina

Thank you for sending the link,

I forwarded the link to the team working on the issue.

Thank you!